TSB Complaint. Contact after 6 months!

Merlin139

Like many thousands of other people I was effected by the great migration disaster around the end of April and like many thousands of other people I complained through the banks website.

I was sent a holding reply dated 01/05/2018. No other contact was made by the bank until today.

I get a phone call asking me to confirm the details of my complaint. The person I was speaking to kept apologising on behalf of the bank. At the end of the call the person said he would review the complaint and get back to me in a few weeks.

What needs to be reviewed? The details have not changed in the last 6 months! Its still the same complaint.

From the banks Website:

We will always do our best to sort out your complaint within the Financial Conduct Authority (FCA) guidelines of 8 weeks – and 15 days for payment related complaints.

We have been receiving more complaints than normal, so it might take us a bit longer than usual to respond. If you submitted your complaint more than 8 weeks ago and haven’t had a response, we’re very sorry. We are working hard to respond to all complaints and we will keep you updated on our progress, so there is no need to follow-up.

They need to amend this to a realistic time frame!

[Deleted User]

Likely due to the sheer number they can't handle them all

msallen

I've had two complaints, made about 2 months apart, both result in the same payout (£150 each, made up of two separate payments of £100 & £50) in the last few days. Judging by this and other comments made on here, that seems to be the "bog standard" response as far as I can tell, and it's happening a lot at the moment.

I would guess then that there's something about yours that merits more than a cursory look. Of the two potential outcomes of that (disputed or larger compensation offer made), I'd fancy your chances for the better one. ... although obviously you know what the actual complaint was.

tacpot12

You could complain about how long it took your original complaint to be handled. I think I would wait to see what the outcome is, as you may have a bigger complaint if they botch the handling of the original complaint (further!).

Katiehound

Still waiting here.... fortunately not holding breath!
Have another complaint logged about 5 weeks ago. Which will be solved first? Answers please on a postcard...........!
Seriously not impressed

cjv

I got their holding letters, then heard nothing for a couple of months. I took it to the FOS and was paid compensation within 2 weeks.

Raise it with the FOS, it's extremely easy to do and they currently have a dedicated team dealing with TSB complaints.

Rach273

I referred my complaint to the FOS in September, and they have now advised that they will be in touch within the next 12 weeks, so could be up to 18 weeks since I opened the complaint, on top of waiting for a response from TSB since May

dirtycredit

the great migration disaster

This did make me giggle!

DC x

Robots

Lucky you, they haven't got back to me yet!

masonic

Rach273 wrote: »

I referred my complaint to the FOS in September, and they have now advised that they will be in touch within the next 12 weeks, so could be up to 18 weeks since I opened the complaint, on top of waiting for a response from TSB since May

FOS will probably be much quicker than that maximum time. My complaint was taken up within 2 weeks of referring it to them.

atonement19

Have you tried the resolver tool? I got a response in about a week, and got compensation for something, I probably shouldn't have been compensated for.:T